Senior Support Technician

Company Overview

At Sylogist, we are purpose-driven to “empower the good our customers do.”

We provide SaaS-based software solutions to the non-profit, government, and education sectors, and we take immense pride in the work of our customers and the products we build to support them. Our team is collaborative, enthusiastic and delivers on our promises. If you want to apply your skills to improve trusted technology that supports over 2000 customers around the world, then let’s talk! 

Position Overview

Reporting to the Customer Support Manager, the Support Technician is responsible for providing exceptional technical support to customers, troubleshooting complex issues, and ensuring a seamless user experience while using Sylogist solutions. A strong technical accounting background is essential for effectively supporting finance-related functionalities within the system.

 

Responsibilities Include:

• Serve as a key point of contact for customer inquiries, troubleshooting technical issues related to Microsoft Business Central and Sylogist solutions.
• Provide expert-level support for finance-related system functionalities, leveraging accounting knowledge to assist customers with financial modules, reporting, reconciliations, and revenue management.
• Independently troubleshoot complex system issues, escalating to development teams as needed while ensuring timely follow-up and resolution.
• Assist customers with system configurations, workflow optimizations, and best practices.
• Investigate and document reported bugs or enhancement requests, collaborating with internal teams to drive product improvement.
• Maintain a high level of customer satisfaction through clear and proactive communication, ensuring customers receive timely updates on ticket progress and resolutions.
• Provide guidance and training to customers on system functionalities, new features, and troubleshooting best practices.
• Track and manage support cases in Zendesk or other ticketing systems, ensuring resolution within Service Level Agreements (SLAs).
• Work closely with cross-functional teams, including product development, implementation, and customer success, to ensure a cohesive approach to customer support.
• Identify recurring customer issues and contribute to knowledge base articles and training materials to enhance self-service resources.

Key Expectations for the Support Technician:

• Maintain a CSAT score of 95% or higher by consistently delivering excellent support and solutions.
• Achieve 95% or higher in First Response Time and adhere to SLA targets for ticket resolution.
• Demonstrate expertise in Microsoft Business Central, particularly financial modules such as Payroll, General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Bank Reconciliation, and Revenue Recognition.
• Provide clear well-documented solutions for customers and internal teams.
• Escalate critical issues promptly to management, particularly those affecting multiple customers or requiring urgent attention.
• Collaborate with internal teams to proactively address common challenges faced by customers.
• Offer recommendations for process improvements and workflow efficiency based on customer interactions.

 

What We Look For In You

Must-Haves

• 2+ years in a technical support role with Microsoft Business Central.
• Strong accounting knowledge, including payroll, financial reporting, reconciliations, and revenue accounting.
• Experience troubleshooting ERP systems, particularly finance-related functionalities.
• Proven ability to work independently, proactively troubleshoot, research, and resolve issues.
• Strong problem-solving skills and ability to excel in a fast-paced, customer-focused environment.
• Excellent written and verbal communication skills, with a focus on clarity and professionalism.
• Experience with ticketing systems (Zendesk, Jira) and remote troubleshooting tools.
• Ability to prioritize and multitask effectively to meet SLA commitments.
• Strong collaboration skills to work across departments and ensure seamless customer experiences.

Nice-to-Haves

• Zendesk
• Previous Remote-Work Experience

 

Why Join Sylogist?

We're an inclusive company that values the personal and professional growth of its employees! At Sylogist, you'll experience:

• A company where you can really make a meaningful impact
• A healthy work-life balance
• Benefits that cover health, wealth, and wellness

Sylogist is a remote-first company.

Sylogist does not offer sponsorships. All candidates must provide proper employment documentation showing immediate eligibility to work in the country in which the role is based.